The Importance of Personalization in Customer Experience

In Part 2 of our two-part series discussing Deloitte's Global Marketing Trends report, Jim delves into the trend behind designing a human-first data experience and supercharging customer service with AI.

First, Jim is joined by Michelle McGuire Christian, a principal at Deloitte Digital. She is responsible for the go-to-market strategy, deployment of assets and overall growth of the US business. They discuss what Deloitte’s countless hours of research and development uncovered about consumers' feelings about data privacy and how it can be a powerful tool when used with customers' best interest in mind. They also discuss meeting consumer demands by offering what they need based off that data—and how that can be effective in creating experiential rewards for consumers. Jim and Michelle also talk about being responsible and competent with consumer privacy data, and using it to fuel the AI engine for an outstanding persona experience to build brand loyalty and trust.

Jim then speaks with Nic Emery, Chief Customer & Digital Officer at Crown Resorts (Australia) about how he implements many of these strategies to meet consumer demands and create one of a kind memorable moments for Crown Resort's clients to increase brand loyalty.

Read Deloitte's Global Marketing Trends Report in full at

https://www2.deloitte.com/us/en/insights/topics/marketing-and-sales-operations/global-marketing-trends.html

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